Your loan explained

You’ll find some useful information to help you understand your personal loan here. Details about the specific features of the loan you’ve taken out with us can be found in the welcome documents you received when we set up your account.


About interest and APR

Interest is a percentage of your credit amount, which is our charge for lending you money. To calculate the amount of interest you will pay, we multiply the credit amount plus the credit facility fee by the interest rate and then by the number of years you have to repay the credit. The answer is then added to the credit amount plus the credit facility fee.

To calculate your monthly payment amount we divide the new figure by the number of months the credit is spread over. Your repayments are the credit amount plus the credit facility fee and interest added together and divided by the number of months the credit is spread across.
APR stands for Annual Percentage Rate. It is the total cost expressed as an annual percentage of the total amount of the credit. The APR is there to help you compare different offers. An APR calculation doesn’t include fees or charges that happen if payments are late or missed altogether.

Your loan may be subject to early settlement fees or additional charges which should be clearly explained to you at the time of sale and will be outlined in the terms and conditions we sent to you when your loan account was set up.

Our fees explained

The credit facility fee is an amount we charge for your credit. The amount of the fee is set out in the agreement. If the fee is added to your credit amount, you will pay interest on this as well as on the credit amount. If the fee is paid up front, it will be collected at the same time as your first repayment
The completion fee is an amount we charge at the end of your credit agreement. We will collect it by direct debit on the same date as your final repayment.

Your rights

If you wish to change your mind, you can withdraw from the loan agreement within 14 days, beginning on the day after you sign the agreement, or when we confirm to you in writing that you and we have entered into the agreement, if this is later.

You can withdraw from your agreement by contacting us on 0800 15 22 888* or writing to us at:
Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

Withdrawing from the loan agreement will affect your ownership of the product you financed, depending on the type of product and the type of loan you took out with us. If you withdraw from the agreement and we have already paid for the goods or vehicle you financed, and any services or insurance, you will have to repay the credit amount within 30 days of the date on which you told us you want to withdraw from the agreement (we will not charge you interest or other charges during that time). If you do not repay all amounts, the agreement will continue. If you repay the credit in full, the goods or vehicle will belong to you.
If you would like to pay off your loan, please contact us to obtain an up to date settlement figure. You can request a settlement figure 24 hours a day through our automated telephone service by calling 0800 15 22 888*. You will need your 16-digit account number.

If you decide to partially settle your loan, your monthly repayments will stay the same, and we will reduce the number of repayments you have left to make.

If you repay some or all of the credit early, we will charge you interest up to the settlement date (which is 28 days after you tell us you want to repay the credit early or any later date you tell us you want to repay some or all of the credit) plus a further calendar month's interest. We will charge interest at the rate which applies to your credit amount at the time you make the payment.

Your loan repayments are collected by Direct Debit. Additional payments against your account can be made as follows:

Standing order
You can set up a standing order to run alongside your Direct Debit
Account Number: 70185604
Sort Code: 20-19-90
Please use your 16-digit Barclays Partner Finance agreement number as the reference of your payment to make sure your payment reaches your account.
 
Debit or credit card
Additional payments can be made by credit or debit over the telephone 24 hours a day through our automated service.  Please dial 0800 15 22 888* and follow the instructions. Please note: a 1.5% fee will be applied to all payments made by credit card.  We do not accept Barclaycard or American Express credit cards.
 
Cheque
Additional payments can be made by cheque. Please make cheques payable to ‘Barclays Partner Finance’, ensuring that you write your 16-digit Barclays Partner Finance agreement number on the reverse, before posting to: Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP
 
Paying in slip
Alternatively, you can make additional payments over the counter at any UK bank.  Please contact our Customer Service Team on 0800 15 22 888* to obtain a paying in slip. Please use your 16-digit Barclays Partner Finance agreement number as the reference of your payment to make sure your payment reaches your account.
 
Please note: debit and credit card payments take one working day. Deposits into our account in a Barclays branch take two working days. Bank transfers (BACS payments and standing orders) take 3-5 working days and cheques 5-10 working days. Please allow enough time for your payment to reach us.  

Issues and complaints

If you find our information difficult to understand, we can support you to understand the information that is being provided.  Our team is able to assist all customers, including those who have mental or physical conditions or learning difficulties.

If you would like to talk to someone, please contact our Customer Service Team on 0800 15 22 888*.
If you wish to change your mind, you can withdraw from the loan agreement within 14 days, beginning on the day after you sign the agreement, or when we confirm to you in writing that you and we have entered into the agreement, if this is later.

You can withdraw from your agreement by contacting us on 0800 15 22 888* or writing to us at:
Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

Withdrawing from the loan agreement will affect your ownership of the product you financed, depending on the type of product and the type of loan you took out with us. If you withdraw from the agreement and we have already paid for the goods or vehicle you financed, and any services or insurance, you will have to repay the credit amount within 30 days of the date on which you told us you want to withdraw from the agreement (we will not charge you interest or other charges during that time). If you do not repay all amounts, the agreement will continue. If you repay the credit in full, the goods or vehicle will belong to you.
We provide a number of options for those who are experiencing financial difficulty. Please contact our Customer Service Team on 0800 15 22 888* as soon as possible so that we can help you.
If you are unhappy with our decision, please contact us on 0800 15 22 888* and select the appeals option on the automated system.
If your vehicle is stolen or written off, please contact our Customer Service Team on 0800 15 22 888*. Ensure you have your insurance company details to hand.

You are required to continue making your monthly payments until your insurance company has resolved the matter.

If you have informed us that your vehicle has been stolen and is subsequently recovered, please contact the Customer Service Team to discuss further.
We suggest you try to contact the retailer or dealer to explain what’s happened and how you want things put right. The issue is more likely to be resolved quickly if you give them the chance to sort things out first. But if you’re not happy with how things turn out, call our Customer Service Team on 0800 15 22 888* and we’ll see what we can do to help. In some cases, if you have a claim against the retailer or dealer, you may also have the right to ask us for compensation.
Before we can help you the retailer needs to have a chance to sort things out.  So first, get in touch with them to explain what’s happened and how you want things put right.

If you’re not happy with how things turn out call our Customer Service Team on 0800 15 22 888* and we will see how we can help.
We really value your feedback. Letting us know when you are not happy with our service gives us the opportunity to put matters right for you and improve our service. We will always do our best to respond as quickly as possible. In each case, we will listen to you and put matters right if we can.

You can contact us to complain by calling 0800 15 22 888* or email us at customerrelations@barclays-loans.com.  Alternatively, you can write to us at: Barclays Partner Finance, PO Box 2501, Cardiff, CF23 0FP.

So that we can resolve your complaint as quickly as possible, please include the following information in your letter:
-          Your 16 digit Barclays Partner Finance agreement number
-          As much information about the complaint as you can, including any letters or photographs
-          Any particular actions you would like us to take to resolve your complaint
-          Up to date contact details so that we can keep you updated on your complaint

We intend to resolve your complaint within four weeks of receiving your letter.  If we are not able to do so, we will always write to you explaining what is happening and when we expect to sort out your complaint.  We will send you either a final response or a detailed report on our progress within eight weeks.
If you are not happy with our response, or it’s unclear, please contact our Customer Service Team on 0800 15 22 888*, where they will be able to answer any questions.

If your complaint is still unresolved, you can ask for a review from the Financial Ombudsman Service, an independent service that will look into your complaint and make adjudication on our response.

You can contact them:
In writing: 
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By telephone:
0800 023 4567 or 0300 123 9123
By email:  
If we have not been able to resolve your complaint to your satisfaction AND you have bought our products or services online:

The European Commission has set up a service to help customers who have a complaint about goods or services bought online from traders established in the European Union.

If you have a complaint and have not been able to get it resolved to your satisfaction, you can submit your complaint online through the online dispute resolution (ODR) platform. The platform will then send your complaint to the Financial Ombudsman Service for an independent review.

You can access the ODR platform here at http://ec.europa.eu/odr

As a Barclays Partner Finance customer, you may use this service if you are still resident in the EU and you entered into your agreement with us online. You will need the following information to use this service:

-          Our name: Clydesdale Financial Services Limited, trading as Barclays Partner Finance
-          Our email: ODRComplaints@barclaycard.co.uk
-          Our web address: www.barclayspartnerfinance.com/important-information
-          Our address: PO Box 2501, Cardiff CF23 0FP
 
Kindly note that the above email address is a not a secure way to communicate and customers should refrain from sharing any personal and/or sensitive information on this email address. Barclaycard is not liable for any security risks arising out of information sent to this email address.
 
The above email address is solely for the purpose of including it on ODR form and for ODR platform to communicate with us. Emails received only from intended senders are actioned. Any other emails such as complaints, feedback, recommendations will not be actioned.

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